Return & Refund Policy

Refund Policy

Acceptance of Delivery

For products without quality issues, we do not accept returns or exchanges without a specific reason. Upon delivery, our driver will contact the buyer via phone or SMS. If the driver is unable to make contact and the order is marked as "Leave at Door," the driver will attempt to place the items in a secure location and take a photo as proof of delivery. For orders marked as "Hand Delivery," if contact cannot be made, the order will automatically be changed to "Leave at Door." In the event of a loss for orders marked as "Leave at Door," the buyer will assume responsibility.

Product Softening

We implement professional multi-layer insulation measures for fresh and frozen goods. However, due to varying weather conditions and transportation times, the received items may experience softening, which is a normal phenomenon and does not affect product quality. Softening is not eligible for compensation. Please consider this carefully before making a purchase. In cases of severe thawing, contact customer service within 30 minutes of receipt and provide clear photos.

Weight Discrepancy Refund

Due to the nature of fresh products (e.g., vegetables, meat, seafood), our packing staff cannot guarantee 100% accuracy in weight for each package. If the actual weight of the received items is less than the agreed weight, please weigh the items and take a photo. We will refund the price difference proportionally based on the amount paid. Refunds will be processed and credited to your account within 4 business days.

After-Sales Service

If there are issues such as incorrect delivery, discrepancies in quantity, or product spoilage, please submit complete photos of the items and the order number within 24 hours of receipt and contact customer service for proper handling. We will assess the situation and provide compensation accordingly. Compensation will not be provided for damages caused by the buyer, delays beyond 24 hours, unauthorized disposal of products, or failure to provide photos.

Umall Delivery Guide

Sydney Delivery Guide

We offer one delivery per day, with same-day delivery available for orders over $69 (excluding remote areas). Upon arrival, the driver will contact the buyer via phone or SMS. If contact cannot be made and the order is marked as "Leave at Door," the driver will place the items in a secure location and take a photo for proof. Orders marked as "Hand Delivery" will automatically change to "Leave at Door" if contact cannot be made. The buyer assumes responsibility for any loss of "Leave at Door" orders.

We achieve next-day delivery for 90% of Sydney, with delivery within 3 days for the remaining 10%.

If the buyer explicitly indicates they cannot receive the delivery and do not permit leaving the items at the door, this will be considered a delivery failure. We will automatically cancel the order and deduct an $8 delivery fee, a $10 handling fee, and the cost of any perishable items. The remaining amount will be refunded.

We do not provide upstairs delivery services.

Sydney After-Sales Guide

Orders cannot be refunded without reason after the cutoff time. If the buyer cancels the order for personal reasons after the cutoff time, we will deduct an $8 handling fee and the cost of any perishable items, with the remaining amount refunded.

If there are issues upon receipt, please contact customer service within 24 hours and provide clear photos. We will assess the situation and provide compensation accordingly. Compensation will not be provided for damages caused by the buyer, delays, unauthorized disposal of products, or failure to provide photos.

Cold Chain Thawing Complaints

Complaints regarding thawing must be reported to customer service within 30 minutes of receipt with clear photos. Please note that we provide foil insulation bags with our product packaging. Minor thawing or softening is considered normal and is not eligible for compensation. Please understand and consider this carefully before making a purchase.

Due to the special nature of fresh products, if an item is out of stock on the day of delivery, we will automatically refund and notify you. If the actual weight of the received items is less than the indicated weight, we will refund the price difference proportionally based on the amount paid. To utilize the weight discrepancy refund service, users must provide accurate weight photos. If no proof is provided, this service will not be supported.